Impiegato/a Customer Service Specialist

Customer Service Specialist - Healthcare Billing, Amazon Healthcare Revenue Cycle
Job ID: 3157282 | Amazon.com Services LLC - A57
As we continue to expand and transform the primary care experience, we're looking for passionate people to help manage our patient inquiries, using the CI CARE framework that makes One Medical unique. As a Centralized Support Specialist II Billing Specialist, you'll execute our mission of delivering high-quality care and service. Specifically, you'll take patient phone calls and handle patient conversations to deliver world class care.
You are a strong and innovative problem‐solver, driven to help people. You have mastered the art of customer‐service, administrative work and are motivated to cultivate change in healthcare. You are currently looking for your next opportunity at an organization that is transforming healthcare; Key Job Responsibilities Handle patient phone calls and message inquiries, de‐escalate issues, ensure patient satisfaction, and assist with navigating healthcare needs including insurance, billing, medical records, authorizations, and referrals, using impeccable C‐I‐CARE in all interactions to ensure a positive experience.
Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient billing issues and questions.
Proactively reach out to patients with open balances to assist with payment options, educate admins and patients on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, support One Medical's efforts to empower patients in resolving financial responsibilities, and maintain service level agreements in response time to admins and patients.
Assist admins with our member's billing needs via the 1Life tasking system to provide the best customer service.
Master our technology suite including but not limited to RingCentral, Slack, G‐suite, Zoom, and our Electronic Medical Record System 1Life, to be able to interact with team members and patients and complete daily work.
Contribute to team development through rounding, attending team huddles, participating in team problem solving, supporting all in‐office providers with urgent & stat patient needs.
In this role, you'll handle inbound calls from One Medical patients regarding their medical bills, insurance claims, and payment inquiries. Daily activities include reviewing patient accounts, processing payments, explaining EOBs, and coordinating with internal stakeholders such as medical billing specialists, insurance verification teams, and healthcare providers to resolve billing discrepancies. You'll solve problems like incorrect charges, insurance claim rejections, payment plan requests, and billing confusion. The role requires documenting all interactions in the electronic health record system and following up on pending issues.
Amazon One Medical's call center team combines healthcare expertise with Amazon's customer‐obsessed culture to deliver exceptional patient support. Our team has focused on making healthcare more accessible and less complicated for members. We handle billing inquiries with empathy and efficiency. Our culture emphasizes leadership principles of ownership and continuous improvement, supported by ongoing training and development. Team members work in a diverse, inclusive environment where success is measured by positive patient impact while maintaining the highest standards of healthcare privacy and professionalism.
2+ years of customer service in a healthcare call center environment.
1+ years of medical billing, insurance claims, or healthcare revenue cycle experience.
Experience in Microsoft Office Suite using electronic health records (EHR) or customer relationship management (CRM) systems.
Ability to work various shifts.
communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. Dependent on the position offered, equity, sign‐on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.
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